FreedX

Customer Support

• As a Customer Support Agent (L1) at Freedx, you are the frontline representative for our customers, ensuring that initial inquiries are handled promptly and professionally. You will address common questions related to account setup, payment processing, trading execution and platform navigation, aiming for high first-contact resolution and customer satisfaction to provide a seamless experience. Using the knowledge base, standardized workflows and your top-level soft skills, your objective is to resolve issues effectively, swiftly and avoiding escalations as much as possible.
• - Primary Contact for Inquiries: Handle initial customer questions after chatbot engagement, providing assistance with onboarding, account management, crypto operation, trading and payment processes.
• - Onboarding Assistance: Guide customers through account setup and verification steps, ensuring a smooth entry into the Freedx platform.
• - Categorization and Escalation: Accurately categorize and log each inquiry; investigating and requesting all the necessary information if escalation is necessary.
• - First Contact Resolution: Prioritize resolving inquiries on the first contact to enhance the customer experience and reduce escalations.

Customer Support Agent – Spanish Fluent/Native

Social Media Manager

• Execute daily content scheduling and publishing across X, Telegram, TikTok, Instagram, Reddit, and YouTube
• Format content for each platform (captions, file types, tags, hashtags, etc.)
• Repost and amplify community memes, tag winners, and boost KOL and influencer activity
• Track post-level performance, engagement trends, and analytics
• Operate stealth/alt accounts alongside the Community Manager to boost engagement and sentiment
• Identify and flag meme trends, timing shifts, and emerging formats to the content team
• Support content localization by coordinating region-specific reposts and content adjustments
• Engage with and help manage the Freedx Army (community ambassadors)
• Collaborate with creators and influencers to align campaign delivery
• Proficiency in creating content using AI tools (e.g., image, video, or text generation)

Senior Social Media Manager

Operations

• Freedx: newly established cryptocurrency exchange focused on secure, scalable trading
• Monitor open positions across spot and futures markets during night hours
• Oversee market making bots: review logs, verify correct order placements, and track executions
• Identify and promptly escalate issues (system errors, unexpected PnL swings, exchange disconnects)
• Communicate with the core trading/engineering team when anomalies occur
• Ensure risk limits and exposure are kept within agreed parameters

Customer Support Agent – Spanish Fluent/Native

Senior Social Media Manager

Trading Operations Analyst